Unable to get user connected to our BES

[rjeffday]

I have one user who is unable to activate on our BES. He has been added and deleted to the BES multiple times, a Lotus Notes Connection document has been confirmed from the BES to his mail server, and it appears I can see his name in the BES logs. Why are we not able to get him connected up?

Am I looking in the right log for activation info?

BES 4.1.4 Bundle 24
Domino 8.5

Here is what I see in my MAGT log:

[40055] (09/28 23:25:56.082):{0x1C08} {Emxx Alxxxx/Gulxxxxxxx/xxxxxxx_Industries} User settings: *local*, id=712, email=ealxxxxxx@xxxxxx.com, PIN=<none>, routing=S88671195, mail {CN=xxxxxxx/O=Guxxxxx_Industries!!mail\ealxxxx.nsf; [ENV] Domino Version: 8.5.1.0, HF 0, FP 0}, BBSD BES\state\1303001478.nsf, OTAFM=0x00000000, OTAC=0x0000000B, DCSI=0, DCNNE=0, DCSMIME=0, DCPGP=0, SECMSG=0xB0000000


Here is a diagnostic he sent me of his BB device:

Diagnostic Started: Sep 29, 2010 2:10 PM
Diagnostic Completed: Sep 29, 2010 2:12 PM
PIN: 22cxxxx9
MSISDN: Unknown Number
Device Type: BlackBerry 9800
Application Version: v6.0.0.141
Platform Version: 6.4.0.64
Service Books: RIM_IM,PROVISIONING,BBIMConfig,OTASL,BISClientConf ig,BBIMConfig,BBIMConfig,BBIM,APPWORLD,BBAUTH,LbsC onfig,KEYNEGO,WPTCP,BrowserConfig,WAPPushConfig,WP TCP,IPPP,BBIM,WPTCP,MMS,WPTCP,BrowserConfig,KEYNEG O,CMIME,CICAL,BBIM,OTAKEYGEN
Free File Space: 322355900 bytes
Radio Data Activation: Yes
Signal Level: -81 dBm
Radio Access: UMTS
Network: STC
IP Address: 10.192.xxx.xx
ICMP Ping Echo: No
BlackBerry Registration: Yes
Connected to BlackBerry: Yes
BlackBerry PIN-PIN: Yes
Server Name: BISE07C11S02
Email Address:
Connected to : No

Sent from my BlackBerry® wireless device from STC

[Tiassa]

Who is their service provider? Does the user have a BES enabled account with them? I don't see a BES service book listed (but that may not be necessary).

[rjeffday]

GOOD NEWS!!!

I was able to successfully activate the user on another device.

Does this point to the problem being the device or the cellular carrier or both?

[Tiassa]

Did the user have the service books resent to the first device? It could be that when the user got the new device assigned to him/er the carrier sent the appropriate service books.